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Today topic is about customer service that is very natural and not scripted at all. I was there to see an amaziing incident. Of course there are good and bad experiences from each company based on your friends and customers' experience.
I want to point that your natural action based on your instinct thinking(not neccessary the best) will bring happiness in you and stranger or friend who is interacting with you.
"Lance's friend accidentally tripped the water bottle and the water was all over on the keyboard of Dell laptop. He asked me for troubleshoot help. Upon hearing, i suggested him to make a call to Dell for repair.
Lance kindly told Dell on phone that his laptop was not working and his warranty for his laptop had expired. Oddly enough, Dell customer service officer (seem to be reading some kind of manual) to instruct him to press some different buttons in different occassions in hope that it would work. Sadly, it didn't work. The customer service officer finally arrived to conclusion that he had to send technical officer for repair.
Customer Service officer asked him to provide any credit card details,contact number and his address. It cost him $600+ to replace motherboard, hard disk and keyboard.
However, Lance had a lesson in SIM and customer service officer directed technician to SIM for on-site repair. Surprisingly, the technician is an student from Unisim. Technical officer managed to meet Lance through mobile call at SIM canteen. The end of the story is when technician did repair his laptop in SIM until his laptop was working."
With this incident, it left good experience to Lance. When asked by me, he would buy new laptop from Dell again. Dell made-in-china battery explosion will be forgetten and it doesn't smear dell's reputation.
Next blog entry will be human and unbelieveable stories.
Book Title:The Starbuck Experience
Author:Joseph Michelli
Synopsis:
You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time.
The Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's “most admired” companies, according to Fortune magazine. With unique access to Starbucks personnel and resources, Joseph Michelli discovered that the success of Starbucks is driven by the people who work there-the “partners”-and the special experience they create for each customer. Michelli reveals how you can follow the Starbucks way to
Reach out to entire communities
Listen to individual workers and consumers
Seize growth opportunities in every market
Custom-design a truly satisfying experience that benefits everyone involved
Filled with real-life insider stories, eye-opening anecdotes, and solid step-by-step strategies, this fascinating book takes you deep inside one of the most talked-about companies in the world today.
For anyone who wants to learn from the best-and be the best-The Starbucks Experience is a rich, heady brew of unforgettable user-friendly ideas.
Opinions:
Unbelieveable real life stories how starbucks staffs reach their hands to warm customers' heart. Incredible research by Joseph Michelli! I think everybody should read! It is written in simple context for anyone to read at comfortable pace.
Rating:8/10
Tony Del Piero wrote and posted at at 9:12 pm
